CASP Complaint Handling & SLA Compliance

Description

Demonstrates Art. 71 complaint-handling procedures with deadline tracking: the limits set by the RTS adopted under Art. 71(5) (acknowledgment without undue delay, decision within 2 months), an illustrative internal timeframe (5 business days acknowledgment, 15 business days response, extensible to 35 with client notification) and 5-year record keeping per Art. 68(9)